By function · The agentWhat each one does.
Each agent works on a concrete area and a concrete problem. Here is what it solves, where it is used and how it is measured.
01 · Support · Cognikas Field Support
Head of Service / Support
Resolves first-line support without sending anyone to the field
The problem
A large share of tickets are solved with a restart, a reconfiguration or an update — yet they still go through the help desk or end in a site visit that costs money and time.
What the agent does
The customer describes the fault over WhatsApp —or sends a photo— and the agent identifies the problem, walks them through the fix step by step and confirms it is working. It escalates to a person only what truly needs one, with the case already assembled: diagnosis, evidence and the full conversation.
Where it is used
- Equipment installed at the customer's premises
- High-volume help desks
- Recurring connectivity incidents
- Fleets of equipment distributed in the field
How it is measuredTickets resolved without human intervention
02 · Sales · Cognikas Sales
Sales Management
The sale closes in the conversation, not in a form
The problem
The buyer is already in the conversation, but to purchase they get sent to a form with redirects and codes. Most of the sales that were already won are lost in that jump.
What the agent does
It talks with the customer, confirms availability and terms, builds the order and closes it with a payment link without leaving the chat. It follows up only when the conversation goes cold, and coordinates delivery once payment is confirmed.
Where it is used
- Catalog with stock and variants
- Services that require a prior quote
- Renewals and repeat purchases
- Bookings with a deposit
How it is measuredConversion from conversation to collected sale
On your dashboard:sales by channel, conversion by stage and where the conversation drops off.
Talk about this agent03 · Operations · Cognikas Onboarding
Operations Management
From signed contract to first use, without field visits
The problem
The customer has signed, but takes weeks to use what they bought: they don't understand the equipment, lost the instructions, nobody is guiding them. In-person training is costly and doesn't scale — and whoever doesn't start early ends up leaving.
What the agent does
It guides the new customer: walks them through setup, trains them on the essentials and resolves the typical stumbles of the first days. It spots who got stuck halfway and why — technical, commercial or lack of interest.
Where it is used
- Service activation
- Equipment delivery and installation
- Account and access provisioning
- Recovering sign-ups left halfway
How it is measuredTime to first use
On your dashboard:time to first use by cohort and activation rate across the portfolio.
Talk about this agent04 · Retention · Cognikas Churn Recovery
Retention / Customer Success
Spots the customer who is leaving weeks before they say so
The problem
The customer who is about to leave doesn't announce it: they fade out. They still show as active while their volume has already moved to a competitor, and by the time the team finds out, the decision is made.
What the agent does
It monitors the daily usage or consumption signal: sustained decline, pattern change, inactivity, repeated complaints. It alerts your retention team with full context and records what happened with each intervention, to refine the playbook you define.
Where it is used
- Consumption falling month over month
- Accounts gone inactive without notice
- Risk of switching providers
- Customers with repeated complaints
How it is measuredAt-risk accounts detected in time
On your dashboard:alerts by severity, at-risk accounts and how many are recovered per playbook.
Talk about this agent05 · Moderation · Cognikas Brand Safety
Marketing / Communications
Clears from your social channels what scares off the buyer
The problem
A campaign with budget behind it draws more comments than your team can read. Among them are scammers using your brand to target your own customers, abuse that drives away people who wanted to buy, and legitimate complaints lost in the noise.
What the agent does
It watches the comments on your Instagram and Facebook accounts and classifies what comes in: scams using your brand, abuse, spam or a genuine complaint. It acts on the rules you define —hide, route or reply— and hands your team the real complaint with full context.
Where it is used
- Paid campaigns with high comment volume
- Brands exposed to impersonation and scams
- Communities growing faster than the team
- Accounts with service complaints in plain view
How it is measuredTime to handle a harmful comment
On your dashboard:volume by category, what was hidden, what was routed and with what precision.
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